How to automatically edit ticket's classification
We have a field on a form that allows the end user to choose if they want the classification of the ticket to be an incident or a change. We are thinking of creating an automation rule that is based off that selection to automatically change the ticket's classification to the classification chosen (Incident or change). Is there a way through maybe creating a web service method that we can define through a workflow what the ticket classification should be? I'm not sure if this is possible but I wanted to ask since I know that we use web service methods to define what a workflow's status should be as well as what group the ticket should be automatically assigned to in some cases.
Answer (1)
Unfortunately an automation rule can't directly change the classification of a ticket, but a workflow would be able to if you just used the automation rule to determine the workflow that got applied to the ticket. You could always just design the workflow so it's very first step is a promotion step that promotes the ticket to the right classification, then have a couple versions of the workflow for each classification you're going to let these users choose to have the automation rules apply the right workflow.
Is the Notification step the only one in your workflow? - Mark Sayers Tue 1/30/24 10:25 AM